We are always looking for amazing talent who can contribute to our growth and deliver results! Geotab is seeking a Customer Support Specialist (Bilingual – French) who is responsible for one-call resolution with a focus on creating customer loyalty and providing a great customer experience. If you love technology, have a passion for technical and customer support and are keen to join a leading-edge telematics firm, we would love to hear from you!
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| What you’ll do:
The Customer Support Specialist (Bilingual – French) offers assistance for any product inquiries via phone, email and live chat. The agent will be responsible for providing timely and accurate informational support to customers, contributing a prime customer-obsessed interaction. The Customer Support Specialist will also collaborate with internal teams, perform advanced troubleshooting on GO devices and develop internal documentation. The ideal candidate will be enthusiastic, curious with a passion for customer service and technology / Big Data. We are seeking demonstrable problem solving skills, logical reasoning and willingness to assist our customers. The Customer Support Specialist (Bilingual – French) ensures ownership and does the right thing to offer solutions from beginning to end of our customer’s issue. By showing proactiveness to provide remarkable support to resolve distinctive and sensitive issues, our agents maintain high customer satisfaction. Support Specialists are responsible to keep things simple, collaborate with other team members and strive for transparency. |
| How you’ll make an impact: Provide technical support to partners, customers, and internal teams through different communication channels (i.e. phone, chat and email). Take ownership of customer issues reported and see problems through to resolution while also meeting departmental SLAs. Research, diagnose, troubleshoot using internal tools to identify solutions to resolve hardware and/or software related issues. Maintain product knowledge regarding but not limited to: Geotab hardware, MyGeotab portal configuration and navigation, Geotab Drive application/navigation, product implementation and other third party integrations, software applications & hardware. Track and maintain proper documentation of customer support interactions in our ticketing system. Follow standard procedures to escalate unresolved issues to technical internal teams. Develop and maintain Knowledge base articles within the Geotab Community. Process cancellation/reactivation/suspension/device plan change requests from supported customers. Coordinate training either through providing videos, request training through MyGeotab database, or their Life Cycle Specialist. Support and troubleshoot MyGeotab Software application and the Geotab GO devices, IOX, OEM integrations and other hardwares from the OrderNow platform. Protect company data/security by properly Authenticating users and abiding by their clearance/access, when necessary. Supporting clients 24/7, thus hours of work may vary. What you’ll bring to this role: Ability to read, write and speak in English and French fluently. |
| How To Apply:
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